IT Help Desk
For clients with an existing on-premises IT support staff, but who need an IT Help Desk to handle stat calls and dispatch the desktop support team for difficult-to-diagnose problems, Voice Connection can provide Level 1 telephonic and email-based IT Help Desk support to clients between 6 am to 6 pm PST on Sunday through Saturday. Level 1 support includes:
- Greet all calls professionally and immediately open a service ticket.
- Understand the caller’s needs; make an initial assessment the technical complexity of the problem (ie. simple fix that may be available over the phone, or a solution that requires further investigation); and identify the timeframe available for a response (ie, immediate, within 4 hours, within 24 hours).
- When possible, provide instructions to caller for handling simple fixes or work-arounds, such as password support.
- Immediately contact and dispatch on-site technical staff through cell phone or instant messaging for high-priority (“stat”) tickets, such as the need for immediate support in an office or conference room to support a meeting in-progress.
- Within 5 minutes of the call, assign problem tickets to on-site staff through cell phones, email, or instant messaging with the problem description, location, and estimated time for correction.
- Provide Quality Assurance via call monitoring and ticket review
- Track closure of tickets.
We can create databases to track tickets according to: ticket owner, problem description, resolution, severity, time to closure, unclosed tickets, customer feedback. Also, we offer summary reports and trend analysis that can be reviewed monthly with client's upper management
Dealer Locator
When a potential customer calls your business looking for the closet dealer, Voice Connection's Dealer Locator application can give him the location and phone numbers of the closest dealers in his zip code. Let us help your customers find you more easily.
Recording, Transcription and Fulfillment Services
For a more personalized, turnkey customer service, Voice Connection's Recording, Transcription and Fulfillment Service will record your incoming calls, transcribe the messaged left by your customers, and take the appropriate action including product fulfillment. After we perform the requested action, the results are communicated back to you.
This is a highly-effective and very personalized customer service option. Many of our clients use this capability to offload tedious tasks such as brochure and/or product fulfillment. We can help with labeling, stapling, stuffing, sorting and postage metering, custom packing and crating of multiple items to multiple locations. We can insure and track deliveries. You can depend on us to handle all of your shipping needs.This allows our customers to focus on their core business. Give us a call to discuss your needs.
Please contact us
in Clackamas, Oregon, with further questions about IVR services, voice marketing, or call reminder services.Voice Connection
15635 SE 114th Ave.Suite 208
Clackamas, OR 97015
Toll Free: (800) 795-3299
E-mail:
sales@voiceconnect.com